ServiceNow Senior Technical Consultant

About the role

In this position, you will spearhead the comprehensive development of AI-driven solutions utilizing the ServiceNow platform, with a specific emphasis on Now Assist, AI Agents, and predictive analytics. The role demands a unique combination of platform engineering skills and applied artificial intelligence knowledge to convert intricate business requirements into secure and quantifiable workflows. You will also take on a mentorship role for junior team members while working closely with architects to promote the adoption of AI technologies across various product lines.

Key facts

What you'll do

• Design and execute AI solutions that incorporate Now Assist capabilities, AI Agents, and orchestration logic tailored to client needs.
• Assess the readiness of client data and outline potential AI use cases, while also recognizing scenarios where AI may not be the best fit.
• Configure and optimize components such as Predictive Intelligence, AI Search, Virtual Agent, and Natural Language Understanding (NLU) to enhance functionality.
• Create evaluation frameworks that include baseline metrics, regression testing, and monitoring for drift to ensure ongoing effectiveness.
• Uphold responsible AI practices, ensuring protection of personally identifiable information (PII), implementing role-based access controls, and adhering to audit requirements.
• Lead the AI implementation process in at least one product suite, which may include IT Service Management (ITSM), IT Operations Management (ITOM), IT Asset Management (ITAM), Security Operations (SecOps), Integrated Risk Management (IRM), Customer Service Management (CSM), Human Resources Service Delivery (HRSD), or Strategic Portfolio Management (SPM).
• Provide mentorship to junior developers, focusing on prompt design, agent patterns, and ensuring solutions are production-ready.
• Create reusable resources such as skill libraries and agent patterns that can be utilized by the broader team to enhance efficiency and collaboration.

Requirements

• A minimum of 6 years of experience within the ServiceNow ecosystem, with a focus on recent implementations of AI solutions in production environments.
• Demonstrated expertise in Now Assist, AI Agent Studio, AI Agent Orchestrator, and the Generative AI Controller.
• A solid understanding of data quality, the health of the Configuration Management Database (CMDB) and Common Service Data Model (CSDM), as well as taxonomy design principles.
• Advanced proficiency in JavaScript, along with experience in using Glide APIs and RESTful integrations.
• In-depth knowledge of core ServiceNow platform tools, including Flow Designer, Integration Hub, and UI Builder.
• Proven experience in managing prompt engineering, Retrieval-Augmented Generation (RAG) architectures, and agent decomposition strategies.
• Experience leading AI delivery initiatives in at least one product suite beyond the fundamental ITSM offerings.
• Ability to articulate complex technical AI concepts to stakeholders who may not have a technical background.

Nice to have

• Familiarity with AI governance frameworks and best practices for ethical AI deployment.
• Experience in developing and implementing machine learning models within the ServiceNow platform.
• Knowledge of industry trends and advancements in AI technology that could impact ServiceNow solutions.

Skills & tools

• ServiceNow: Now Assist, AI Search, Predictive Intelligence, Virtual Agent, NLU, Document/Task Intelligence, AI Control Tower.
• Technical: JavaScript, REST APIs, Flow Designer, Integration Hub, Generative AI Controller, AI Agent Fabric/MCP.
• Concepts: Prompt engineering, RAG, retrieval patterns, data governance, performance metrics.

Practical notes

• The compensation structure is based on On-Target Earnings (OTE), which encompasses both base salary and target bonuses, and is adjusted according to experience and geographic location.
• Benefits offered include comprehensive medical, dental, and vision insurance, a 401(k) retirement plan, paid time off, and parental or caregiver leave policies.
• The hiring process incorporates AI tools for resume analysis and interview transcription; candidates have the option to opt-out through the General Application process.
• While certifications such as Certified System Administrator (CSA), Certified Application Developer (CAD), and Certified Implementation Specialist (CIS) are advantageous, hands-on experience is prioritized in the selection process.